Even a small gesture can go a long way with a client and will be appreciated.
Nowadays, having a good product or service isn’t enough. Relationships are the differentiator.
Today many companies are making investments in customer advocacy and loyalty programs for this very reason. We’ve seen this in the SaaS world with the increasing rise of customer success and customer happiness teams who are focused on growing and nurturing long-term customer relationships.
No matter the size of your company, not taking proactive steps to show customers you care is a recipe for failure.
For small businesses it might be challenging to carve out significant budget for a large-scale program.
But the good news is there are small gestures you can do today that can go a long way in making customers feel special. And who doesn’t want that, right?
So, let’s take a look at 7 ways you can show your customers you care:
1. Give ‘Em Some Swag
A new customer comes on board, they are excited about your product or service. It is a perfect opportunity to build on that momentum and help set the tone for the relationship. Here’s where swag comes into play.
You’ve probably heard the term before, and if you’ve been to events or tradeshows, you probably have your fair share of swag. From branded T-shirts and water bottles to phone chargers and moleskines, having a strong swag game is a must. Think about things that would be handy for your customers and also subtly tie back to your product or service.
At Cotap, we love to send new customers swag packs (example below) to say thanks. They are always a hit, so much so that folks would love more for their teams!
2. Ask for Feedback
This is a given, but ask your customers for feedback.
There are a handful of ways you can do this, for example it could be a quick email or text, a survey or a casual coffee chat with your local customers.
Asking for feedback helps reinforce that it is a partnership, not a one-time transaction and demonstrates you want to help them get the most out of your product or service. And remember, customers who share feedback are likely eager to know what’s happening. So be sure to follow-up, even if it is not something happening today. This will help show you’re not only listening but taking action.
3. Share Their Story (Everyone Loves Some Limelight!)
Always a fun one. But as you hear success stories from customers, share them! There are few things more powerful than positive customer stories.
Turn them into case studies or testimonials (extra points if you can do a video testimonial!) you highlight on your website and can promote through your social channels. Sharing customer success stories is great for your product or service, as well as great marketing for your customer.
Often, this is an opportunity for them to be seen as a leader in their respective field. They will be excited to share it with friends and peers, helping amplify your efforts. A win-win.
Next- 4. Give Them a Shout Out on Social Media though 7
About the author
Dan is Chief of Staff at Frame.io, a video review and collaboration platform for the creative community. Prior to Frame.io, Dan headed up Market Engagement at Zinc, an enterprise startup transforming how we communicate in today's mobile workplace. Before his time in startups, he spent four years at Deloitte as a strategy consultant where he helped clients transform their organizations through the use of digital technology. Dan graduated summa cum laude from Loyola University Maryland. Born and raised in New York, he recently returned and is now residing in Manhattan.Twitter LinkedIn